Preeti Muthal
Summary
Seasoned Operations Team Leader with over 23 years with experience in daily operations, customer service, managing teams and driving continuous improvement. Adept at streamlining processes, enhancing productivity and ensuring timely project delivery. Excels in fast-paced environments as well as in supervising and motivating staff. Successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
25
25
years of professional experience
Work History
Shift Manager
Tata Consultancy Services
02.2016 - Current
- As a shift manager handled dashboard creation and assignments of work as per different GDC
- also checking and maintaining timeliness of work
- Worked in 3 different TCS projects like NBN,CITI bank vendor Management, and Edge_Ascential as a Lead
- Have experience in Managing team of more than 50 across 3 different sites
- Executing day-to-day operational deliverable and provide outstanding customer care
- Reporting daily, weekly and monthly Metric Setting clear individual goals and KPIs for the team Building a strong and robust communications process within team and support functions
- Provided process improvement idea that led to transformation
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Communicating with staff regarding upcoming projects or tasks that need to be completed
- Managing projects and ensuring that deadlines are met by working with other departments to provide materials needed for completion
- Overseeing the work of employees to ensure that it meets standards of quality and is completed in a timely manner.
Customer Service Officer
Convergys Service India Pvt .Ltd
01.2015 - 02.2016
- Handling customer queries
- Taking decision on credits to be given to customers
- Looking after net promoting scores from customers
- Providing the best customer service
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Process Executive
Steria India Ltd
08.2010 - 02.2012
- Handling Invoices of Government Nurses.
- Checking and calculating salary of nurses for quality check.
Debt management officer
HSBC ltd
01.2008 - 03.2009
Customer Care Executive
Bright point India pvt.ltd
05.2006 - 01.2008
Customer Care Executive
Tata BPO
04.2004 - 02.2005
Customer support representative
Goldstone BPO services
02.2003 - 09.2003
Co- Ordinator
Niranjan Credit Consultant
05.2000 - 04.2001
Education
M.com -
Dr. B.A. Marathwada University
01.2001
B. Com - undefined
Dr. B.A. Marathwada University
01.1999
Skills
- Vendor Management
- Team Management
- Customer service
- Solving queries
- Efficiency improvement skills
- Team member training
- Customer Relations
Timeline
Shift Manager
Tata Consultancy Services
02.2016 - Current
Customer Service Officer
Convergys Service India Pvt .Ltd
01.2015 - 02.2016
Process Executive
Steria India Ltd
08.2010 - 02.2012
Debt management officer
HSBC ltd
01.2008 - 03.2009
Customer Care Executive
Bright point India pvt.ltd
05.2006 - 01.2008
Customer Care Executive
Tata BPO
04.2004 - 02.2005
Customer support representative
Goldstone BPO services
02.2003 - 09.2003
Co- Ordinator
Niranjan Credit Consultant
05.2000 - 04.2001
B. Com - undefined
Dr. B.A. Marathwada University
M.com -
Dr. B.A. Marathwada University
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